Onsite Support Technician

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title:

Onsite Support Technician Location(s): Auburn Hills, MI(

Hybrid:

Remote on Monday and Friday) DescriptionThe Onsite Support Technician provides hands-on IT support for end users within the Benteler environment. This role is responsible for delivering reliable end-user support, assisting with workstation deployments, maintaining IT assets, and performing proactive troubleshooting to ensure a stable and productive IT environment. The technician will work closely with Service Desk and infrastructure teams, acting as the primary onsite IT presence. Key ResponsibilitiesEnd User SupportProvide onsite and deskside support for Benteler business applications and standard end-user tools.

Serve as the first point of contact for users experiencing hardware, software, or connectivity issues.

Deliver excellent customer service with clear communication and timely issue resolution.

Incident & Request Management.

Log, update, and resolve incidents and service requests using ServiceNow.

Perform basic triage, troubleshooting, and resolution of common IT issues.

Escalate complex issues to appropriate resolver teams with detailed documentation.

Device Deployment & Lifecycle SupportSupport deployment of new computers, laptops, and peripheral devices.

Perform system imaging, configuration, hardware setup, and user handover.

Replace or upgrade end-user devices as part of refresh or break/fix activities.

Proactive IT Support ActivitiesParticipate in IT Asset Management activities including inventory tracking, device audits, and asset updates.

Proactively identify recurring issues and take preventive action to reduce incidents.

Monitor and perform end-user device updates, including OS patches and application updates.

Troubleshooting & MaintenanceDemonstrate a proactive troubleshooting mindset to identify root causes and prevent reoccurrence.

Perform basic network, hardware, and software diagnostics on-site.

Support printers, scanners, mobile devices, and other end-user technology.

Collaboration & DocumentationWork closely with central IT teams, service desk, and third-party vendors.

Maintain accurate documentation of issues, resolutions, and onsite procedures.

Follow ITIL-aligned support processes and security policies.

Required Skills & ExperienceProven experience in onsite or deskside IT support.

Minimum three (3)+ years deskside support experience.

Basic working knowledge of ServiceNow (incident and request handling).Experience supporting Windows-based end-user devices and common enterprise applications.

Familiarity with IT asset management and device lifecycle processes.

Strong diagnostic and troubleshooting skills.

Customer-focused mindset with strong interpersonal and communication skills.

Preferred QualificationsPrevious experience supporting industrial or manufacturing environments (e.g., Benteler or similar).Knowledge of Microsoft Windows OS, Office 365, and standard enterprise tools.

Understanding of ITIL concepts and best practices.

Experience with device imaging and deployment tools.

Personal AttributesProactive and self-driven approach to problem-solving.

Strong attention to detail and organizational skills.

Ability to work independently in an onsite environment.

Willingness to learn customer-specific applications and processes. Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities. Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.